Salesforce Salesforce Certifications CERTIFIED-BUSINESS-ANALYST Questions & Answers

• Question 11:

  Universal Containers (UC) has chosen to implement Sales Cloud and Service Cloud to increase revenue and remove bottlenecks in its current processes. A business analyst (BA) is tasked with diagramming business processes.

  What should the BA do to successfully meet governance requirements to identify the business purpose?

  A. Use UC's existing terminology.

  B. Adhere to agreed upon mapping standards.

  C. Identify resources engaged in each step.

  Correct Answer: B

  To successfully meet governance requirements to identify the business purpose, the business analyst should adhere to agreed upon mapping standards. Mapping standards are guidelines or conventions that define how to create and document business process maps. They help to ensure consistency, clarity, and quality of the process maps across different projects and teams. They also help to align the process maps with the business objectives and requirements, and support regulatory considerations. References: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping

• Question 12:

  Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story is focused on escalating cases in Service Cloud:

  "The customer service agent needs the ability to escalate a case so they can assign high- risk cases to tier 2 support for faster resolution."

  Acceptance Criteria:

  1.

  Add permission set

  2.

  Users can escalate cases

  3.

  Create fields on the Case object

  4.

  Reports

  Which best practice was ignored?

  A. The "who" of the user story is well-defined.

  B. The "why'' of the user story is focused on user needs.

  C. The `'what'' of the acceptance criteria is negotiable.

  Correct Answer: C

  A use case is a type of documentation that describes how a user interacts with a system to achieve a specific goal. It is written from the user's point of view and follows a standard format of "A [user role] wants to [goal] by [steps]". A use case helps to capture the user's needs and expectations from the system and provides a basis for developing test cases and acceptance criteria. A BA should use use cases to document how users will interact with the system and what outcomes they expect from it. References: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-functional-requirements/write-use-cases

• Question 13:

  What are the business analyst's responsibilities during the analyze phase of the Salesforce implementation lifecycle?

  A. Complete testing, build training materials, and elicit requirements for the next iteration.

  B. Create a data dictionary, write end user documentation, and review test scripts.

  C. Gather business requirements; create process maps, and write user stories.

  Correct Answer: C

  The business analyst's responsibilities during the analyze phase of the Salesforce implementation lifecycle are to gather business requirements, create process maps, and write user stories. These activities help the business analyst understand the current state, future state, and gaps of the business processes and translate them into clear and actionable requirements for the solution design and development teams. Completing testing, building training materials, and eliciting requirements for the next iteration are responsibilities during the validate phase of the Salesforce implementation lifecycle. Creating a data dictionary, writing end user documentation, and reviewing test scripts are responsibilities during the prepare phase of the Salesforce implementation lifecycle. References: https://trailhead.salesforce.com/content/learn/modules/business-analysis-for-salesforce-projects/understand-the-salesforce-implementation-lifecycle https:// trailhead.salesforce.com/content/learn/modules/business-analysis-for-salesforce-projects/analyze-business-processes-and-requirements

• Question 14:

  An executive stakeholder at Northern Trail Outfitters (NTO) wants to explore automating NIO's Quote-to-Cash process and has asked the business analyst (BA) to pull together some high-level information on possible solutions.

  Which type of document should the BA present to the stakeholders?

  A. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products

  B. A SIPOC (Suppliers, Inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process

  C. A business process map detailing the existing step-by-step Quote-to-Cash process

  Correct Answer: A

  This answer states that creating a capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products is the type of document that the BA should present to the stakeholders who want to explore automating NTO's Quote-to-Cash process. A capability map is a diagram that shows what an organization does at a high level of abstraction, without going into details of how it does it. A capability map can help the BA to present to the stakeholders how Salesforce and AppExchange Quote-to-Cash products can support their business activities or functions related to generating quotes, contracts, orders, invoices, and payments. A capability map can also help the BA to align the potential solutions with the business goals and strategies of NTO. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-mapping-to-understand-your-business

• Question 15:

  A business analyst (BA) is compiling a list of subject matter experts to consult throughout the discovery for a new Service Cloud implementation.

  What is the primary value of the BA speaking with customer service reps?

  A. Validating current processes

  B. Estimating the project cost

  C. Building solution design consensus

  Correct Answer: A

  The primary value of the business analyst (BA) speaking with customer service reps during the discovery for a new Service Cloud implementation is validating current processes. Customer service reps are the end users of Service Cloud and they can provide valuable insights into how they perform their tasks, what challenges they face, and what expectations they have from the new system. The BA can use this information to validate or update the current process maps and identify areas for improvement. Estimating the project cost is not a value of speaking with customer service reps, as this is usually done by project managers or sponsors based on resource allocation and budget constraints. Building solution design consensus is not a value of speaking with customer service reps, as this is usually done by solution architects or developers based on technical feasibility and best practices. References: https://trailhead.salesforce.com/content/learn/modules/business-analysis-for-salesforce-projects/understand-the-salesforce-implementation-lifecycle https://trailhead.salesforce.com/content/learn/modules/business-analysis-for-salesforceprojects/analyze-business-processes-and-requirements

• Question 16:

  Universal Containers has asked a business analyst (BA) to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process Notation (UPN), the BA has marked each activity box with a resource.

  What does an activity box marked "C Customer' mean?

  A. The customer should be responsible.

  B. The customer should be informed.

  C. The customer should be consulted.

  Correct Answer: C

  This answer explains that an activity box marked "C Customer" means that the customer should be consulted. In a process map that uses Universal Process Notation (UPN), an activity box is a symbol that represents a task or an action that is performed in a business process. An activity box can be marked with a letter to indicate the role or the resource that is responsible for performing the task or action. The letter C stands for consult, which means that the resource should be asked for input or advice before or during the task or action. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-mapping-to-understand-your-business

• Question 17:

  The business analyst (BA) is preparing for user acceptance testing (UAT) for Northern Trail Outfitters’ new Service Cloud implementation. The BA secured the sandbox for the testing environment, wrote test cases, and created a process to track and manage reported bugs.

  Which additional step is required during the UAT planning process?

  A. Identify power users.

  B. Schedule deployment.

  C. Gather business requirements.

  Correct Answer: A

  The first step that the business analyst should take before starting UAT is to identify power users. Power users are users who have extensive knowledge and experience with using Salesforce, and can provide valuable feedback and insights during UAT. Power users can help to write, review, and execute UAT scenarios, as well as train and support other users during UAT. Power users can also act as champions for change management, and help to promote adoption and satisfaction with the solution. The business analyst should identify power users from different roles, teams, or regions, depending on the scope and scale of the project. The business analyst should also communicate with power users about their expectations, responsibilities, and availability for UAT.

• Question 18:

  During a Service Cloud implementation at Cloud Kicks, the business analyst (BA) reviewed the user acceptance testing and identified results that conflict with the functionality that was requested, While the testing was error-free, business stakeholders indicted that values in reports and the layout of screens were unexpected.

  What should the BA do next?

  A. Run testing again, ensuring the scripts reflect expectations and business processes match functionality,

  B. Decompose and model the business processes, and identify testing procedures to calculate new values.

  C. Present recommendations from testing to determine if improvements should be made to the underlying implementation.

  Correct Answer: C

  After reviewing the user acceptance testing results, the business analyst should present recommendations from testing to determine if improvements should be made to the underlying implementation. Recommendations are suggestions or proposals on how to enhance or modify the solution based on the feedback and findings from testing. They should be prioritized according to their impact, urgency, and feasibility. The business analyst should collaborate with stakeholders, developers, and testers to review and evaluate the recommendations and decide which ones should be implemented before deploying the solution to production. Running testing again, ensuring the scripts reflect expectations and business processes match functionality, is not a good option because it does not address the root cause of why the functionality was different from what was requested. Decomposing and modeling the business processes, and identifying testing procedures to calculate new values, is not a good option because it does not involve the stakeholders or developers in finding solutions. References: 1 https://trailhead.salesforce.com/en/content/learn/modules/user-acceptance-testing-video/ learn-about-user-acceptance-testing

• Question 19:

  Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG's Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience.

  Which strategy should the BA use to accomplish the goal?

  A. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience.

  B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map.

  C. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.

  Correct Answer: B

  This answer describes the steps involved in creating a customer journey map, which is a tool to visualize and improve the customer experience. A customer journey map helps to identify pain points, gaps, and opportunities for improvement in the current state, and design a future state that aligns with the business objectives and customer needs. References: https://trailhead.salesforce.com/en/content/learn/modules/customer-journey-basics/create-a-customer-journey-map

• Question 20:

  The business analyst (BA) at Universal Containers needs to gather information for their project including the steps a user takes to accomplish a goal, challenges a user faces, people the user interacts with, applications they use to complete the steps, and their level of morale as they move through the process.

  Which elicitation technique should the BA use?

  A. Journey Mapping

  B. Survey /Questionnaire

  C. Focus Groups

  Correct Answer: A

  The elicitation technique that the business analyst should use to gather information about the steps a user takes to accomplish a goal, challenges a user faces, people the user interacts with, applications they use to complete the steps, and their level of morale as they move through the process is journey mapping. Journey mapping is a technique that creates a visual representation of a user's experience with a product or service over time. It can help the business analyst understand how a user interacts with a product or service across different touchpoints or stages, what pain points or obstacles they encounter, what emotions or feelings they have, etc. Survey/Questionnaire is an elicitation technique that collects quantitative or qualitative data from a large number of stakeholders using predefined questions or scales. It can help the business analyst measure stakeholder satisfaction, preferences, or feedback, but not capture the details or nuances of their experience.